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L E A R N I N G O U T L I N E Follow this Learning Outline as you read and study this chapter. Who Are Managers? Explain how manager differ from non-managerial employees. Discuss how to classify managers in organizations. What Is Management? Define management. Contrast efficiency and effectiveness. Explain why efficiency and effectiveness are important to management.

L E A R N I N G O U T L I N E (cont’d) Follow this Learning Outline as you read and study this chapter. What Do Managers Do? Describe the four functions of management. Explain Mintzberg’s managerial roles. Describe Katz’s three essential managerial skills and how the importance of these skills changes depending on managerial level. Discuss the changes that are impacting managers’ jobs. Explain why customer service and innovation are important to the manager’s job.

L E A R N I N G O U T L I N E (cont’d) Follow this Learning Outline as you read and study this chapter. What Is An Organization? Describe the characteristics of an organization. Explain how the concept of an organization is changing. Why Study Management? Explain the universality of management concept. Discuss why an understanding of management is important even if you don’t plan to be a manager. Describe the rewards and challenges of being a manager.

Who Are Managers? Manager Someone who works with and through other people by coordinating and integrating their work activities in order to accomplish organizational goals.

Classifying Managers First-line Managers Are at the lowest level of management and manage the work of non-managerial employees. Middle Managers Manage the work of first-line managers. Top Managers Are responsible for making organization-wide decisions and establishing plans and goals that affect the entire organization.

What Is Management? Managerial Concerns Efficiency “ Doing things right” Getting the most output for the least inputs Effectiveness “ Doing the right things” Attaining organizational goals

Effectiveness and Efficiency in Management Exhibit 1.2

What Do Managers Do? Functional Approach Planning Defining goals, establishing strategies to achieve goals, developing plans to integrate and coordinate activities. Organizing Arranging work to accomplish organizational goals. Leading Working with and through people to accomplish goals. Controlling Monitoring, comparing, and correcting the work.

Management Functions Exhibit 1.3

What Do Managers Do? (cont’d) Management Roles Approach Interpersonal roles Figurehead, leader, liaison Informational roles Monitor, disseminator, spokesperson Decisional roles Disturbance handler, resource allocator, negotiator

What Do Managers Do? (cont’d) Skills Approach Technical skills Knowledge and proficiency in a specific field Human skills The ability to work well with other people Conceptual skills The ability to think and conceptualize about abstract and complex situations concerning the organization

Skills Needed at Different Management Levels Exhibit 1.5

Conceptual Skills Using information to solve business problems Identifying of opportunities for innovation Recognizing problem areas and implementing solutions Selecting critical information from masses of data Understanding of business uses of technology Understanding of organization’s business model Exhibit 1.6a Source: Based on American Management Association Survey of Managerial Skills and Competencies, March/April 2000, found on AMA Web site ( www.ama.org ), October 30, 2002.

Communication Skills Ability to transform ideas into words and actions Credibility among colleagues, peers, and subordinates Listening and asking questions Presentation skills; spoken format Presentation skills; written and/or graphic formats Exhibit 1.6b Source: Based on American Management Association Survey of Managerial Skills and Competencies, March/April 2000, found on AMA Web site ( www.ama.org ), October 30, 2002.

Effectiveness Skills Contributing to corporate mission/departmental objectives Customer focus Multitasking: working at multiple tasks in parallel Negotiating skills Project management Reviewing operations and implementing improvements Exhibit 1.6c Source: Based on American Management Association Survey of Managerial Skills and Competencies, March/April 2000, found on AMA Web site ( www.ama.org ), October 30, 2002.

Effectiveness Skills (cont’d) Setting and maintaining performance standards internally and externally Setting priorities for attention and activity Time management Exhibit 1.6c Source: Based on American Management Association Survey of Managerial Skills and Competencies, March/April 2000, found on AMA Web site ( www.ama.org ), October 30, 2002.

Interpersonal Skills Coaching and mentoring skills Diversity skills: working with diverse people and cultures Networking within the organization Networking outside the organization Working in teams; cooperation and commitment Exhibit 1.6d Source: Based on American Management Association Survey of Managerial Skills and Competencies, March/April 2000, found on AMA Web site ( www.ama.org ), October 30, 2002.

Management Skills and Management Function Matrix Exhibit 1.7

How The Manager’s Job Is Changing The Increasing Importance of Customers Customers: the reason that organizations exist Managing customer relationships is the responsibility of all managers and employees. Consistent high quality customer service is essential for survival. Innovation Doing things differently, exploring new territory, and taking risks Managers should encourage employees to be aware of and act on opportunities for innovation.

Changes Impacting the Manager’s Job Exhibit 1.8

What Is An Organization? An Organization Defined A deliberate arrangement of people to accomplish some specific purpose Common Characteristics of Organizations Have a distinct purpose (goal) Composed of people Have a deliberate structure

Characteristics of Organizations Exhibit 1.9

The Changing Organization Exhibit 1.10

Why Study Management? The Value of Studying Management The universality of management Good management is needed in all organizations. The reality of work Employees either manage or are managed. Rewards and challenges of being a manager Management offers challenging, exciting and creative opportunities for meaningful and fulfilling work. Successful managers receive significant monetary rewards for their efforts.

Universal Need for Management Exhibit 1.11

Rewards and Challenges of Being A Manager Exhibit 1.12

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